Thesis (Ed. Spec.)--University of Wisconsin--Stout, 2005. / Field study. Includes bibliographical references.

Thesis (M. Hous. M.)--University of Hong Kong, 2005.

Higher education institutions (HEIs) around the world and in the developing countries in particular e.g. Libyan HEIs are facing challenges that increase the pressure on them. Some of these challenges are related to the remarkable changes in population growth and fast changes in the development of knowledge and technology. Also, providing adequate resources, maintaining quality, raising funding and strengthening the curriculum are other challenges that need to be faced by those institutions. This research is aimed to investigate issues enabling and affecting the quality of services provided by Libyan public universities using principles of Total Quality Management (TQM) philosophy as a framework: Al-Fateh University (AFU) as a case study. The research is qualitative in nature, employing a case study approach and using indepth semi-structured interviews (from different levels including senior leaders, faculty members, support staff, students, and main employers) as the main data collection tool within the two selected embedded case studies. Those embedded cases are Electric and Electronic Department (EED)-Faculty of Engineering-AFU and Social Service Department (SSD)-Literature Faculty-AFU. Documents are used in addition to interviews in order to fully understand issues enabling and affecting the quality of services provided by the two embedded case studies. Contribution to knowledge is evident by the study, which represents the first attempt to empirically investigate issues enabling and affecting the quality of services provided by Libyan public universities: AFU as a case study through two selected embedded cases EED and SSD. This research provides specific original findings which include the use of Arabic and English language in the same lecture, the concept of students' administration and its consequences, the speciality of leaders biases the understanding of the needs of subordinate staff, suspension of the students' performance regulations affected the quality of education programmes, and a unique situation was found to be the senior and junior staff programme that attempted to improve teaching through knowledge transfer. This research has reduced the gap in knowledge in Libyan HE context in specific and in Arabic HE context in general. Other implications for HEIs are also provided by this research.

Orientador: Eugenio Jose Zoqui / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecanica / Made available in DSpace on 2018-08-12T18:00:35Z (GMT). No. of bitstreams: 1 Borsari_Ricardo_M.pdf: 999585 bytes, checksum: 4f3f2e0cab2b478c66720e0602a8e512 (MD5) Previous issue date: 2008 / Resumo: Nos últimos dez anos as organizações foram obrigadas a se adaptar para atender as normas de qualidade requeridas por seus clientes potenciais, sendo necessária constante atualização. A indústria automobilística foi o segmento que mais apresentou mudanças em termos de normalização de sistemas de gestão da qualidade no mundo, sendo a especificação ISO/TS 16949:2002 o mais recente padrão normativo. Sendo assim, este trabalho avaliou os impactos da transição de um sistema da qualidade QS9000 para ISO/TS, demonstrando as principais diferenças entre os requisitos, vantagens, desvantagens e desafios a serem enfrentados por uma organização, bem como consequência sobre o sistema de gestão da qualidade, propondo assim métodos para redução do impacto e avaliação de desempenho. O trabalho apresenta, inicialmente, as estruturas das normas e especificação técnica referida e sua aplicabilidade, fazendo uma comparação entre os requisitos QS9000 em relação a ISO/TS 16949 de forma a relacionar as alterações, requisitos adicionais e desafios do processo da transição sobre o sistema de gestão da qualidade. Na segunda parte do trabalho são apresentados métodos de transição para redução do impacto e avaliação do desempenho do sistema de gestão da qualidade, bem como considerações e avaliações em relação ao comportamento dos indicadores obtidos para cada sistema. / Abstract: For the last ten years companies have been obliged to adapt the quality standards required by their potential clients so as to meet their needs and have constantly been working on updating. The automobile industry has been the segment which has presented the highest number of changes considering quality management system standards in the world. The ISO/TS 16949:2002 is the most recent standard required. The purpose of this work is to show the transition impacts from quality system QS9000 to ISO/TS, pointing out the main differences between required standards, advantages, disadvantages and challenges that an organization has to face as well as on the effect on the quality management system. Methods have been presented to reduce the impact and assess the performance. Firstly this work shows the standard structures, technical specifications and its applicability, comparing QS9000 and ISO/TS 16949 so as to relate the changes, the additional requirements and the challenges of the quality management system in transition. Secondly transitional methods are presented to reduce de impact and to assess the quality management system performance, considerations and assessment of the indicators behavior for each system. / Mestrado / Materiais e Processos de Fabricação / Mestre em Engenharia Mecânica

Orientador: Antônio Batocchio / Dissertação (mestrado profissional) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecânica / Made available in DSpace on 2018-08-18T21:48:30Z (GMT). No. of bitstreams: 1 Silva_AndreThomeda_M.pdf: 4042993 bytes, checksum: 070a00d3f1d7645e159eadad868c5261 (MD5) Previous issue date: 2011 / Resumo: Desde a metade do século XX e nesse início do século XXI, as empresas buscam aumentar a produtividade e melhorar a qualidade de seus produtos e serviços. Para uma organização, muito mais do que a liderança no seu mercado de atuação é a sua capacidade de se manter competitiva. A busca da vantagem competitiva perante o mercado está em satisfazer as expectativas do cliente e implementar com êxito uma série de exigências em termos de eficiência no processo produtivo. O desenvolvimento deste trabalho está voltado para este cenário de eficiência e busca uma alternativa para melhorar os processos administrativos de alterações de produto de uma empresa de motores diesel no setor de Engenharia de Produtos Atuais. O método foca principalmente, nos princípios adotados pelo modelo de Produção da Toyota (TPS - Sistema Toyota de Produção), em empresas de manufatura, Engenharia de produção e com base em pesquisas e em teorias existentes sobre gerenciamento de processos de produção e reengenharia de processos. A sequência do trabalho apresenta uma revisão bibliográfica sobre a norma ISO/TS 16949:2002, que estabelece uma nova ordem nas empresas do ramo automotivo que põe fim na tradicional estrutura de pouca troca de informações entre departamentos. O objetivo dessa dissertação é mapear os processos administrativos para alterações técnica para engenharia e aplicar os conceitos de produção enxuta nesse processo. A dissertação aborda os conceitos de Produção Enxuta nos Processos Administrativos, Manufatura Enxuta e metodologias de aplicação, histórico do modelo de produção da Toyota e as ferramentas de apoio aplicadas no estudo de caso: Casa do TPS (pilares just in-time e jidoka), metodologia do Gerenciamento pela Qualidade Total (TQM) e Escritório Enxuto. Realizou-se, também, um estudo de caso com base em aplicações reais de Produção Enxuta na área administrativa. Como resultado da análise das metodologias e do estudo de caso foi proposto um roteiro de referência. Os resultados atingidos, no estudo de caso, são bons, pois consegue padronizar o fluxo dos processos, diminuir os retrabalhos, identificar e eliminar as perdas nos processos administrativos de alterações de produtos / Abstract: Since the half of XX century and in the beginning of XXI century, companies search to increase the productivity and to improve the quality of its products and services. For an organization, much more than the leadership in its market, it is its capacity to remain competitive. The search of the competitive advantage of the market is in satisfying the customer 's expectations and implementing with success a series of requirements in terms of efficiency in the productive process. The development of this work is toward this scenery of efficiency and searches an alternative to improve the administrative processes in the product alterations of a diesel engines company in the Current Products Engineering sector. The method focus mainly, in the principles adopted for the model of Toyota Production (TPS - Toyota Production System), in manufacture companies, production Engineering and on the basis of research and in existing theories on production processes management and reengineering of processes. The work sequence presents a bibliographical revision on norm ISO/TS 16949:2002, that establishes a new order in the automotive companies market that ends the traditional structure of little exchange of information between departments. The objective of this dissertation is to map the changes to administrative processes and engineering techniques to apply the concepts of lean production in the process .The dissertation approaches the concepts of lean Production in the Administrative processes, lean Manufacture and application methodologies, description of the Toyota production model and the applied. Tools of support in the study case: TPS House (just in time pillars and Jidoka), Total Quality Management methodology (TQM) and Lean Office. It was also done a study case on the basis of real applications of lean Production in the administrative area. As result of the analysis of the methodologies and the study of case a reference script was considered. The reached results, in the study case, are good, because it can standardize the processes flow, to diminish the rework, to identify and to eliminate the losses in the administrative processes of products alterations / Mestrado / Manufatura / Mestre em Engenharia Automobilistica

M.Ing. / Please refer to full text to view abstract

M. Phil.

The problem in this research lies in the lack of appropriate guidelines for managing the Quality Management System (QMS) in schools. The research endeavours to reveal the most effective and efficient guidelines for managing the QMS. The main purpose of the study was to investigate and reveal the most appropriate and effective ways of managing the QMS as a strategy and as an ongoing process of evaluating and managing both the performance and outcomes in schools. This research adopted a qualitative research approach. Phenomenological and ethnographic research methods were employed. The purpose of adopting the qualitative research for this study was to gather non-numerical data to help explain and develop a theory about managing the QMS. The researcher collected data using multiple means of data collection, namely, interviews, survey and observation. Interpretations of data led to the research recommendations and the conclusion. The sample comprised of three District officials, the school Principal from each sample school, two Departmental Heads, two teachers and their classes, two School Governing Body (SGB) members, one member of the Staff Development Team (SDT) and four former members of the Quality Management (QM) team. The findings of the study described the informants’ perceptions and experiences of the QMS as a process for school improvement. The perceptions and the experiences of the teachers and the principals suggest that the participants had a limited understanding, knowledge and skills in managing the QMS. Thus guidelines managing the QMS were provided. In addition, guidelines for the educational psychologist that would facilitate the successful management of the QMS were developed. / Prof. J.R. Debeila

In recent years, Total Quality Management has increasingly become a management approach embraced by public and private sector organisations worldwide. Although adopted initially by the private sector, Total Quality Management strategies have recently - and increasingly - been used by public sector organisations. However, public sector, particularly local government, experience with Total Quality Management has not been as systematically documented as private sector cases. Implementation issues in the public sector such as, problem identification, including the definition and distinction between the concept of customer and citizen; results; alternatives; and, performance measures differ significantly from private sector counterparts. Identification and documentation of these implementation issues are prerequisite requirements for the improved application of Total Quality Management in the public sector. The purpose of this research study, which was supported by the Canadian Association of Municipal Administrators, is to examine the Total Quality Management efforts being undertaken by local governments in Canada. The analysis includes a survey of Canadian municipalities to assess the general state of Total Quality Management efforts at the local government level. These survey data are compared with similar studies recently completed at the local government level in both the United Kingdom and the United States. In addition, the research study includes a more detailed review of specific cases to critically assess the use of TQM; and, to provide a "best practices" assessment of the application of Total Quality Management at the local government level in Canada. The intention is to identify the principles of Total Quality Management through the survey and case analysis, which can identify problems and concerns associated with TQM; and, provide a model for other public sector organisations - particularly local governments - attempting to implement Total Quality Management. The results of these inquiries confirm that local governments in Canada are generally cognisant of the principles of Total Quality Management and continue to explore TQM applications. For the most part, Total Quality Management has proven successful within local governments in Canada. In addition, the results suggest that local governments considering Total Quality Management should undertake an in-depth corporate strategic assessment or planning exercise prior to initiation of a formal quality program and recognise their own unique strengths and weaknesses. Most importantly, the Total Quality Management concepts best suited for any specific organisation, including local governments, must be clearly identified; understood; supported, particularly by managers; and, strategically used rather than the universal application of all Total Quality Management principles.

M.Comm. (Education Management) / Legal services Is part of the concept of service In general that can be described us any activity or gain that one partytthe supplier) can give to anothertthe consumer). This activity or gain Is substantially unassailable. Intransferable to a third party and can not be stored. The classification of legal services according to the nature of the service conduct. the relationship between client and Jurist. the discretJon used during service delivery And the way the service is delivered. the nature of the service demand and the charactertsttcs of the service as such. means that one can draw an analogy with other dtsclpltnes In order to be more Innovative and competitive. QualIty Is a permanent function of any organization and permeates all aspects of work. Quallty Is ulttmately Judged by the client and that Is why the client must he the centre of any quality Improvement program. In general quality can be descrtbed as the correlation between the expectations of the cllent and the reahsatton of these expectations. Based on the studies done by Parasurarnan. Zetthaml and Berry(1985.1988) as adjusted. the quality of legal services Is conceptualised by way of the SERVQUAL model. describing five gaps as reasons for poor service quality. It Is submitted that In order to achieve quality In legal services. a program of total quality management must be Implemented. Total quality management means to manage a legal practice In an Integrated manner. In order to comply with the needs of the client. This Is done by way of basic management functions of planning. Implementing through organizing, leading and control.